Customer Support Operations Leader

2 weeks ago

Brighton, Colorado, United States Forge Nano Full time

Customer Support Operations Leader (Equipment)

Company: Forge Nano Inc

Location: Thornton, CO

Employment Type: Full-Time

Department: Operations

Overview

Forge Nano Inc, a rapidly expanding company specializing in thin-film coating technology, is in search of a seasoned Customer Support Operations Leader to report directly to the Vice President of Operations. This role encompasses a diverse array of responsibilities, including overseeing the customer support division, ensuring timely responses to service inquiries, managing personnel and priorities within the service department, handling spare parts inventory management and forecasting, and executing or supervising remote service calls. The position requires frequent customer interactions, necessitating a friendly, patient, and professional demeanor.

Key Responsibilities

  • Lead the parts, service, and support team at the Thornton, CO facility to efficiently address customer and internal requests.
  • Oversee the installation, servicing, modification, and repair of semiconductor and powder Atomic Layer Deposition (ALD) equipment, prioritizing quality and customer satisfaction.
  • Coordinate and assign personnel for installations and field service visits.
  • Manage all aspects of the customer service experience to foster trusting relationships.
  • Develop strategic growth plans and budgets for the customer support department.
  • Maintain documentation for departmental procedures, processes, and best practices.
  • Assist sales teams in identifying and converting aftermarket opportunities.
  • Enhance and manage the spare parts inventory system.
  • Ensure a safe working environment and compliance with relevant safety training.
  • Adhere to both internal and customer safety standards and conduct.
  • Collaborate with customers and sales teams to identify key issues and enhance service offerings.
  • Initiate management of change or corrective action requests for continuous improvement.

Qualifications

Applicants should possess a Bachelor's degree with a minimum of 6 years of experience in a managerial role or a Technical Associate's Degree or equivalent military training with at least 8 years of relevant experience. Experience in field service and customer support within the semiconductor industry is preferred. Proficiency in Microsoft Office Suite (Outlook, Excel, Word, etc.) is required, along with the ability to travel as necessary.

Preferred Skills

  • Exceptional communication skills in customer-facing situations.
  • Experience in developing and following work instructions and standard operating procedures.
  • Strong organizational abilities.
  • Capability to prioritize and execute tasks under tight deadlines.
  • Willingness to handle support calls outside of standard business hours.

Work Environment

The role involves working in a large technical facility, remotely, and at customer sites, often in cleanroom environments with limited physical space. Employees may occasionally handle hazardous materials and must wear appropriate safety gear, including eye protection, gloves, and lab coats. Adherence to corporate and customer safety policies is mandatory during field service visits.

Physical Requirements

Employees must be able to meet the physical demands of the job, which may include lifting containers weighing up to 50 lbs periodically. The work environment may include moderate noise levels, and employees will be required to communicate effectively.

Travel Requirements

Regular travel is expected for this position.

Compensation

Salary range is $85,000 - $100,000, commensurate with experience, along with a comprehensive benefits package including medical, dental, vision, disability and life insurance, holidays, PTO, Flexible Spending Account, and a 401(k) plan.

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